Service Desk Manager

Requirements Experience: 5+ years of progressive experience in IT, with at least 3 years in a management or lead role Global Team Management: Proven experience managing geographically distributed teams, including understanding cultural differences and communication challenges Scripting: Hands‑on experience with a scripting language (i.e. PowerShell, Python, JavaScript) Technical Skills: Working knowledge of networking, Active Directory Slack administration Google workspace administration Strong background in supporting a mixed environment of Windows and Mac end‑user devices (SCCM / Jamf respectively) Azure / Entra user administration experience Experience with IT security principles and best practices Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts to a non‑technical audience Strong analytical and problem‑solving abilities

• Desirable) ITIL or PMP certification
• Desirable) ServiceNow experience
• Desirable) Jira / Confluence administration

What the job involves As a Service Desk Manager, you will lead our global Service Desk team This hybrid role is crucial for ensuring the support of our user base on a global scale The manager will report to the Director of Information Technology, and be responsible for leading a diverse team, supporting key projects, and maintaining high service levels Lead, mentor, and manage a small team of IT professionals located in multiple regions around the world Conduct performance reviews, provide constructive feedback, and support the professional development of team members Foster a collaborative and positive team environment that encourages innovation and problem‑solving Develop and implement global IT support solutions, documentation, and best practices Oversee day‑to‑day IT support operations, including incident and request management, asset management Participate in end‑user support and global asset shipping and receiving, serving as team escalation point Analyze service performance metrics and KPIs to identify areas for improvement and implement data‑driven solutions Identify bottlenecks or infrastructure issues and elevate to appropriate teams where necessary Participate in an on‑call rotation to provide 24x7 emergency coverage Typically 2 days in office each week for on‑site support and coverage Lead and participate in deploying strategic IT projects Develop project plans, allocate resources, and communicate progress to stakeholders #J-18808-Ljbffr Applause